Troubleshooting

If you are experiencing issues with WooCommerce integration, please use the troubleshooting guidance below before reporting the issue to the support team.

Troubleshooting Checklist

Common faults usually occur due to faults at a system and software level. Explore these areas below to help diagnose and resolve issues.

Theme/Plugin Incompatibility

A large cause of common issues is often due the theme and plugins of a WooCommerce store. Bespoke themes & plugins can often conflict with the general WooCommerce backend resulting in Layout issues, slow loading times, AJAX Loading issues, compatibility issues and customisation problems.

Troubleshooting a theme

  • change your current them to a standard WooCommerce theme, such as Storefront, located on WooCommerce > Apperance > Themes
  • Update your theme version if it is out of date, according to the development agencies' documentation.

If switching themes solves the issue, please refer to the theme's documentation or development team for further support.

Troubleshooting plugins

  • If running more than one payment processing plugin, check the logic for each to make sure they are not conflicting in logic or duplicating actions. 
  • Deactivate all plugins, excluding the WooCommerce Plugin, Total Processing WooCommerce Plugin & Total Processing Apple Pay plugin (if installed) and check for problems. If no issues occur, reactivate plugins one at a time, checking for issues after each reactivation. 

Outdated System Versions

  • Check your WooCommerce Version is updated to the latest release.
  • Ensure your theme, plugins and extensions are compatible with the Release Notes of the latest WooCommerce plugin.
  • Update your theme version if it is out of date, according to the development agencies' documentation.

Caching & Memory Issues

When troubleshooting, clear your cache storage and full page cache system. Not clearing the cache can result in payment methods not correctly showing up, or not working as expected.

Store Details & Security Conflicts

Issues may arise due to conflicts due to the store details and security configuration. Please ensure your store security (including firewall) allows for Iframe communication with the Total Processing plugins.

Additionally, check your store address urls, using the steps below to ensure they match and are correct.

  1. Log into your WooCommerce admin area. 
  2. Go to 'Settings' > 'General'.
  3. Review your 'Wordpress Address (URL)' and 'Site Address (URL) and make sure both match. 
  4. Make sure to include the appropriate protocol (HTTP or HTTPS) and ensure that the domain is accurate.
  5. Review any plugins from Total Processing and ensure the URL assigned in these plugins matches the URL of your store - see step 3.

Additional Troubleshooting Tools

Evaluate your site's performance and identify potential bottlenecks using these helpful resources:

  • Site Performance Analysis: Check your website's load times and performance metrics with tools like Pingdom.
  • Google PageSpeed Insights: Use Google PageSpeed Insights to analyze and optimize your website’s speed.
  • Streamline Server Functions: Offload non-essential server tasks such as email handling to a dedicated SMTP service to improve your website's performance.

Common Issues

  • The 'Pending' status on WooCommerce orders after payment can occur due to several reasons:

    • Incomplete Checkout: The status appears as 'Pending' when a customer initiates checkout but does not complete the payment entry.
    • Abandoned Checkout: If a customer abandons the checkout after proceeding but before entering payment details, the order remains in 'Pending' status.
    • Technical Delays: Occasionally, delays in processing payment confirmations from payment gateways can cause orders to temporarily remain 'Pending'.

    Here are practical steps merchants can take to address the issue:

    • Browser and Device Compatibility: Ensure that your website is optimized for all browsers and devices. This can prevent technical issues that may discourage customers from completing their purchases.
    • Customer Behavior Analysis: Monitor how customers interact with your checkout process. Look for patterns in checkout abandonment, such as specific products or user types (new vs. returning customers), to identify possible causes.
    • User Interface Examination: Review the clarity and ease of navigation of your checkout interface. A straightforward and intuitive user interface can significantly reduce checkout abandonment rates.

  • Delays in payment processing can occur when there is a lag between the initiation of the payment at checkout and the actual processing by the payment gateway. This can result in a transaction that appears stuck or delayed, leading to uncertainty for both the merchant and the customer. Potential causes include network issues, high transaction volumes, or delays in communication between the payment gateway and the bank.

    Here are practical steps merchants can take to address the issue:

    • Verify Network and Server Performance: Check the performance and uptime of your network and servers to ensure they are not contributing to the delay.
    • Consult the WooCommerce Status Page: Identify if there are any issues with WooCommerce by visiting WooCommerce Status

  • Merchants using WooCommerce for prize competitions may find that their lottery orders are not automatically updated to 'Completed' after payment has been taken. This often occurs because of how the products are categorized within WooCommerce settings.

    Use the steps below to troubleshoot this issue.

    1. Check Product Settings

      Ensure the lottery product is set up as both 'virtual' and 'downloadable' in WooCommerce. This setting is crucial because virtual products alone are set to 'Processing' by default. You do not need to attach any files to the product; simply mark it as downloadable to change the order status to 'Completed' upon successful payment.

      Adjust WooCommerce Lottery Settings

      Go to 'Edit Product', find the 'Lottery' settings section.

      Tick the boxes for both 'Virtual' and 'Downloadable' options. Ensure you leave the downloadable content section empty unless required by your specific setup.

      Consider Additional Plugins

      If adjusting settings does not resolve the issue, or if you prefer a more automated solution, consider using a plugin that automatically changes the order status to 'Completed' for lottery products.

    If issues persist, Please consult with the development agency of your lottery plugin to confirm all settings are correct for lottery product setup in WooCommerce verify that their setup is fully compatible with Total Processing's payment solutions.

  • the absence of the name box in the checkout process. it's not a bug but a feature designed to streamline the payment process by using the customer's name from the transaction request.

    This standard practice in WooCommerce plugins is intended to simplify the customer experience.

  • If the Apple Pay button is appearing twice on your checkout page, this is likely due to the setting: 'Checkout button positioning' style setting being set to 'Both Locations' within the Apple Pay plugin.

    To address the issue:

    1. Log into your WooCommerce Admin go to 'Installed Plugins'.
    2. Locate the 'WooCommerce Applepay Checkout Gateway v2' Plugin and click on 'Settings'.
    3. Within the module, go to the 'Style' tab and locate the setting: 'Checkout button positioning'.
    4. Change the mode from 'Both Locations' to either 'After the checkout' or 'Before the checkout'.

    If you are still encountering the issue after successfully saving the changes, please ensure you have cleared your browser cache and relaunched the website. For further issues, contact the Total Processing Support Team.

For further support on commonly asked queries and issues related to WooCommerce, refer to WooCommerce FAQs.

Reporting Issues

In order to diagnose and resolve reported issues, gather the details below and include these into the support request raised.

Issue Information

  • Issue & Error Information Collect transaction IDs, dates, times, error messages, and screenshots to trace the issue's origin effectively.

  • System Changes and Customer Experience Record any recent updates to WooCommerce, plugins, or themes, and gather feedback about the customer's actions performed to produce error.

  • Issue Scope and Reproduction Determine if the issue is widespread or isolated by asking about the number of affected transactions and obtaining detailed steps to reproduce the problem.

  • WooCommerce Plugin Logs Ensure all logs related to the date and time of the issue have been logged in order to be reviewed. Review our guidance for further information on debug logs.

Provide environment access

Providing Admin & SFTP access to both staging and production environments of your WooCommerce store is crucial for troubleshooting complex issues effectively. Once created, use the form below to provide login details.

Once access is created, please provide this, using the following WooCommerce Access Form.

If access to a staging environment isn't possible, document the issue using jam.dev, send the recording and relevant debug logs through the support request. 

Raising a support request

Once you have gathered all information regarding the issue, provide this in Submit a request form and click 'Submit' for it to be reviewed by the Support Team.